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Triple Customer Complaints By James G. Shaw
Paperback: List Price: $22.60 $13.56 | You Save: 40%
Prints in 3-5 business days
A customer who complains is saying, “If only you will correct the situation, I will continue doing business with you.” Seeing our organizations as our customers do is critical to... More > achieving excellence. "Triple Customer Complaints" helps determine how customers define excellence and establishes quantifiable ways to improve processes in order to meet - and exceed - customer expectations. Written for executives and process owners facing the real-world challenge of creating and keeping customers, it shows readers: 1) How to walk in the customers’ shoes to identify which quality and operational performance measures should be tracked. 2) How to define all aspects of a process as perceived by customers using a structured roadmap. 3) How to use process qualification to achieve early, measurable results. 4) How to create a complaint management system that vacuums up all valid customer complaints. 5) How to identify and map an organization’s processes to ensure that the customer’s point of view is primary.< Less
Triple Customer Complaints By James G. Shaw
Hardcover: List Price: $39.60 $23.76 | You Save: 40%
Prints in 3-5 business days
(2 Ratings)
A customer who complains is saying, “If only you will correct the situation, I will continue doing business with you.” Seeing our organizations as our customers do is critical to... More > achieving excellence. "Triple Customer Complaints" helps determine how customers define excellence and establishes quantifiable ways to improve processes in order to meet - and exceed - customer expectations. Written for executives and process owners facing the real-world challenge of creating and keeping customers, it shows readers: 1) How to walk in the customers’ shoes to identify which quality and operational performance measures should be tracked. 2) How to define all aspects of a process as perceived by customers using a structured roadmap. 3) How to use process qualification to achieve early, measurable results. 4) How to create a complaint management system that vacuums up all valid customer complaints. 5) How to identify and map an organization’s processes to ensure that the customer’s point of view is primary.< Less

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